The Patient Financial Experience Manager is responsible for Patient Financial Counselors in the call center, inpatient/outpatient clinical areas and the Patient Financial Advocates. This role is responsible for managing revenue cycle operations and provide planning and organization to all activities related to customer service and patient financial advocacy that supports patient liability management functions, services and their optimal performance.
Provide oversight and management for supervisors and staff
Ensure timely, accurate, and satisfactory resolution of patient financial inquiries and/or disputes
Work in deliberate collaboration and close coordination with Revenue Cycle, clinical and department service areas to identify opportunities to improve the financial and operational performance of the healthy system. Ensure communication and collaboration with clinical operations related to financial counseling responsibilities
Act as liaison to back end business/billing services. Ensure communication and collaboration with billing partners to ensure accuracy and effectiveness of PFC performance.
Provide oversight to early out vendor to ensure satisfactory resolution of patient billing inquiries
Implement best practice process improvements to improve quality, efficiency and productivity in the call center
Develop goals and objectives for all Patient Financial Counselors and Patient Advocates. s day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics
Provide planning, organization and management for all activity related to Health System Patient Financial Counselors (PFC).
Act as liaison to clinical areas regarding financial counseling and PFC interactions with providers and staff.
Assist director with budgeting and tracking expenses
Coach and mentor supervisors and staff to maintain high customer service standards related to the ideal patient financial experience
Determine needs related to staffing, work assignments, hiring/termination, performance reviews/performance improvement plans and professional development.
Evaluate performance with key performance indicators for both productivity and quality (accuracy, call-waiting time etc.)
Prepare reports for different departments or upper management
Bachelor’s degree in Business, Accounting, Finance, or equivalent work experience
Minimum of five years experience in healthcare
Knowledge of revenue cycle billing processes and practices
Five years experience with managing teams.
Able to communicate effectively with team members and management
Detail-oriented, good organizational skills, analytical, strong problem solving/investigative skills, and ability to be self-directed
Demonstrate personal integrity, enthusiasm and empathy to internal and external customers
Master’s Degree in Business, Accounting, Finance or equivalent degree
Knowledge of MiChart (Epic)
Knowledge of University policies and procedures, especially the UMHS Standard Practice Guide
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act.
Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.
Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal opportunity/affirmative action employer.
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For..." survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.